We need to configure the following controls in our ServiceNow instance to enable accurate and consistent tracking of Virtual Agent deflection metrics.
These controls are specifically aligned with our implementation of LLM-based Virtual Agent topics, where user interactions are handled through free-text input and generative responses.
1. Deflection Tracking When Asking a Question
Given the user asks a question in the Virtual Agent without selecting predefined options (e.g., Report an Issue, Catalog Items, Search KB),
When the system displays relevant results (e.g., knowledge articles),
Then the system must prompt the user: “Did this answer your question?”.
2. Deflection Outcome
If the user confirms the answer resolved their query,
Then mark the interaction as Deflected.
If the user indicates the answer did not resolve their query,
Then mark the interaction as Not Deflected.
3. Non-Deflection Capture
Given the user chooses to escalate to a Live Agent after viewing results,
Then the system must record the interaction as Not Deflected in the appropriate table (assuming the table exists for non-deflections).
4. Metric Logging
All Deflected and Not Deflected outcomes must be logged for reporting purposes.
If the non-deflection table exists, then ensure entries for escalations to Live Agent are captured there.
